Customer Success Manager - Enterprise

The global population is aging, and the need for home care is growing each year. Unfortunately, at a time when care is needed more than ever, the home care industry is facing a crisis – a shortage of care workers.

At Caribou, we're on a mission to solve the caregiver crisis. When caregivers feel valued, recognized, and financially secure, they stay longer, deliver better care, and strengthen our communities.

Caribou is building the engagement infrastructure for the home care workforce and the agentic layer for home care operations. Our platform interfaces with office staff and front-line caregivers to facilitate meaningful recognition, stronger relationships, and operational efficiency.

Caribou was recently recognized as one of Canada's fastest-growing companies by both The Globe and Mail (#4 in technology) and Deloitte's Technology Fast 50™ – and we're just getting started! Join us as we transform how care organizations recognize and retain the people who make care possible.

The Opportunity

We’re looking for a Customer Success Manager to lead strategic enterprise customer accounts. This opportunity is for a compassionate problem solver who thrives in fast-paced environments and is looking to make a meaningful impact with the largest home care companies in North America.

Customer Success at Caribou combines consulting, project and relationship management, analytics, data storytelling, and applying behavioral psychology principles to caregiver engagement program design. This role will report to the Head of Enterprise Customer Success. Success in this role will be defined by your ability to drive measurable outcomes for your customers and identify and manage risk to value-attainment. You’ll collaborate with executive and senior-level stakeholders and influence product enhancements to maximize value to enterprise home care companies.

What You Will Be Doing

• Owning customer performance end-to-end, from implementation through renewals and scale-ups, for enterprise agencies and strategic accounts
• Leading and coordinating launches of new customers across North America
• Collaborating with cross-functional teams to identify new ways to solve customer issues and unlock maximum value
• Supporting home care agencies with innovative strategies, best practices, and data analysis
• Turning ambiguity into repeatable systems as we scale (building playbooks, mapping the customer journey, etc.)
• Working cross-functionally with product, operations, integrations, and other teams on strategic projects or new growth opportunities

About You

• 5+ years professional work experience with at least 2+ years of working with customers or managing relationships (bonus for consulting, high-growth startups, or home/healthcare experience)
• High integrity and reliability – you do what you say you’re going to do, and your customers and teammates know it
• Growth mindset and a hunger for feedback – you grow fast because you’re actively looking for opportunities for professional development and getting better at what you do
• Excellent communicator (written and verbal), able to adapt to different situations and stakeholders
• Low-ego team player, deeply empathetic, and a self-starter who thrives without a playbook in front of you
• Excellent organization and attention to detail

Nice to have (but not required!)

• Experience in Customer Success, SaaS products, and/or startups
• Experience working with executive or senior stakeholders
• Comfortable working with and managing large sets of data
• Evidence of teaching yourself something hard – a domain switch, a stretch role into unfamiliar territory, or going from beginner to credible in a new area
• Strong storytelling skills – you can take messy data and shape it into a clear narrative for an executive audience

Compensation

• Base salary: $80,000 – $95,000 CAD
• Annual performance bonus

Why You’ll Love Working Here

• Purpose with impact: Help solve one of society’s most important challenges - the caregiver shortage.
• Caribou has been recognized as one of Canada's Top 10 Fastest-Growing Technology Companies by The Globe and Mail and Deloitte's Technology Fast 50™ list.
• Hybrid work-culture: The team primarily operates out of Toronto with one day a week in-office. Options to work remotely - we just care about getting the best work done.
• Compensation & perks: Competitive salary, healthcare benefits and summer half-days.
• Values-driven team: Low-ego, high-character people who move fast, stay humble, and sweat the details

Use of AI

Every application is reviewed by a human, and a member of our team will be present for every interview. Like many companies today, we use AI note-taking tools to help capture conversations accurately, and some interviews may be recorded for training or review purposes. Any use of AI is intended to support our team, not replace human decision-making in the hiring process.

Vacancy Status:This posting is for an existing vacancy.

Equal Opportunity Employer

At Caribou, we understand the value of having a diverse team. We believe in providing equal opportunity employment regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process. Please contact roxyATcaribou.care if you have any questions or need support in any way.